After Winter '21, if we don't disable ref id in our org, will Salesforce match emails to cases based on email threading AND ref id, or can it only do one or the other? In my sandbox preview, I tested both ways, and both seemed to work. I'm worried I'm missing something. The reason I ask is we have one record type/workflow where we insert a ref id in an outbound email alert that our users then copy and paste into a new Outlook email (it's a long story with a ton of old Outlook templates) so that subsequent replies get matched back to a case. I don't mind adjusting this process by Summer '21, but I won't be able to change it in the next two weeks. In winter '21, can we take advantage of the new email threading and still rely on ref id if it is included?
Latest update 12/3
Update from the Product Manager 12/3
https://trailblazers.salesforce.com/0D54S000009HiaG‘Disable Ref ID and Transition to New Email Threading Behavior’ Release Update:
The enforcement date for Disable Ref ID and Transition to New Email Threading Behavior release update has been postponed to Winter ‘22.
With the immense customer feedback and widespread impact of changes to the RefID, Salesforce will postpone the enforcement of this update to Winter ‘22. Our primary goal is to ensure our customers have a smooth transition to this updated feature. With this new enforcement schedule, we will be working hard to make the feature more robust by incorporating the feedback we have received to date. The following steps are being taken:
Enforcement of ‘Disable Ref ID and Transition to New Email Threading Behavior’ Release Update postponed until Winter ‘22
Salesforce to host a customer webinar in late January ‘21 to provide updates on the direction we are taking with respect to rolling out this update
Webinar invites and details will be communicated out in early January ‘21
Your feedback has been extremely helpful as we focus on solutions for:
Threading strategy for notification, bounce emails and auto responses.
Use of process builder with new threading mechanism for inbound and outbound emails
For more information, please read the Disabled Ref Id and New Threading Behavior for Email-To-Case knowledge article.
Please continue to post your feedback in this group and @mention Noopur Bakshi
